Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July I paid my annual fee of $239.40 for 1 year service for my medi pendant with this Medical Guardian LLC in King of Prussia, PA. This previous November 2023 I upgraded to a device called a Mini Guardian through a different service and company. I activated the the new device and called Medical Guardian to disconnect theiir service and reimburse me the amount of money owed. In the message, I also told them I was disconnecting the old device from my landline. They have not returned my call. I disconnected the old device as I am protected under the new provider. I have called 7 times and no one will return my phone call. I did call the alert service response line to see if there was a number to contact customer support and they told me they could not help . Yesterday, an alert (text message) was sent out to two of my notification people that my device was Not working. (I disconnected it!!!!!). I recalled the support line and they told me to call ###-###-#### and I still get no response except a voicemail. I have left 10 voice messages with them, and they have not called back. I'm really trying to just disconnect the service and get a refund for the months (Dec 2024-July 2025) .... However NO ONE answers. It is disconcerting that this business will not return my call. Furthermore, it is causing distress to those who I rely on to help me should I have an emergency. Please help My home number is ###-###-####; My cell number is ###-###-####. I have attached a copy of the last billing that I paid. I will also be mailing a copy of this complaint to the address in King of Prussia. In the interim I am paying for a device I cannot disconnect!!

  Business Response

  Date: 12/14/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  
  
  It appears that this was submitted for the wrong company. Upon examination of your statement, that was submitted by ******* ***** ******** *******, not Medical Guardian. Medical Guardian is the provider of your new device, the Mini Guardian.

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 12/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to their medical alert button service last year and no longer need the service so I have been trying unsuccessfully to cancel. They continue yo harass me constantly thru emails and phone calls wanting money or they will send me to collections. I have called 4 times, was sent a cease and desist letter which I sent back, I was called again and told it had to go to cancelation dept and yet it continues !! I want it canceled and the harassment stopped or I will file charges. Awful company.

  Business Response

  Date: 12/14/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us. 

  We have cancelled your account and any past due balances have been removed. We cancelled the account as of when we received the cancellation letter, which was on 10/3/2023.

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased medical guardian for my mother in 2022. Although I paid for the full year's service, we never actually activated it. That is okay, it is not what I'm asking to be refunded for. In September 2023, I was contacted by a representative who indicated that my card on file didn't work (that's true, I had a new card because the original card had been replaced). At that time, I informed them that I would not be renewing because we never activated it for the first year, and my mother's house had caught fire and had been condemned, and she was also living with me because she had a heart attack during the fire and that I no longer needed the service. I was told I would received an email and that I needed to respond saying I cancelled, I never received an email, now I am being told that I need to wait for a document that comes through the mail and I have to sign it and return it back to them, and they would prorate the service so far this year. I have NEVER activated this service, and they are still coming after me for a second year of service. They won't allow me to cancel it online, on the phone, etc. I never received a letter in the mail the first time I spoke with someone. It seems unconscionable that they could charge me for a service in which I have communicated to them twice that I wanted to cancel, but better yet was never even activated in the first place. They are scams.

  Business Response

  Date: 12/06/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have attempted to reach out to you in order to ensure you can receive our cancellation letter. We have attempted once more to send it out to you. Our cancellation policy requires this letter be sent back for cancellation to complete. Please call us at ************ if there are any difficulties with receiving this letter so that we can facilitate getting this to you in a timely manner. We would like to be fully transparent and advise that our cancellation cannot take place until this letter is returned to us.

  Thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told in February of 2023 that I’d I chose to cancel my service that I would get a refund for the remaining months I wasn’t using. I contacted them in June of 2023 to cancel. I was busy then packing and moving and contacted them again in September 2023 to say I had not received my refund. They told me there was no record of my canceling. According to them they issued a refund on Sept 9. We’ve checked all our credit cards and was never issued that credit.

  Business Response

  Date: 11/24/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have canceled the account and refunded you the amount of $241.04 to the card we have for you ending in 6376, as on 9/9/2023. Please reach out to us at ************ if you have not received this refund.

  Thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a system for medical alert a few months ago. Decided to go with another company with better products. Called Medical Guardian to cancel services and get a return label to mail back the equipment. I was told when I ordered the equipment I was to use ***** for returns. Now they tell me they do not send out a return address when a customer has to return their products. Told to just write the address for the company on the box and take it to a ***** office. ***** said they cannot take the package if it doesnt have a return label. And Medical Guardian now tells me there is a $50 restocking fee for returns. I was never told I was going to have to pay to have it returned or pay a restocking fee.So now I am forced to pay the post office to return the package and pay the restocking fee. I should have been told this when I purchased the product.This is terrible customer service. This company obviously doesnt care for their customers or their equipment.

  Business Response

  Date: 11/24/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have attempted to reach out to you to let you know we will waive the restocking fee to help with the cancellation process. Please call us at ************ if you need a new return label as we would be happy to send you one.

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 12/14/2023

  Company contacted me and they waived the restocking fee.  They wrote to contact them if I needed a NEW return label. They never gave me a return label in the first place.  I had to pay $23.00 to have the Emergency Alert System sent back to them.  Since a month ago, I have not heard from them and do not even know if they received the item.  They said it would take 30 days for a refund.  I am waiting for confirmation.

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 28, I contacted Medical Guardian to inquire about trying a medical alert pendant. The agent was kind and polite. I purchased a unit and service plan and was told it would not start until I had activated the pendant. The pendant arrived in late Oct and from the beginning there were issues. It would not charge. It would not activate. It set off a call to my police department while in the charger, unactivated! after 4 agents tried to help, I was told I could send it back and my money would be refunded. $667.58. At no time was I told they were already charging me for this unit. I mailed the still non functioning unit back, and while on route, it misfired again, calling 911!I called the customer service number and was told the account was not active. They had no reason for why the thing went off in the box! today, I received an e-mail telling me they would continue charging me until I sent a "cease and desist letter to them. I immediately called, and was told that from the moment of my first call, before there was ever a pendant in my hands, I was charged and there would be no refund until that letter was in their hands. I tried to dispute the charge on ********, but the money has already transferred to them. At this time, I have no working device, and Medical Guardian has taken $667.58 of a senior citizen's hard earned money. I seek only a refund for the device and the monitoring service.

  Business Response

  Date: 11/22/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have refunded your account for $667.57 to your card ending in ****. This was submitted on 11/10/23, so this should be back in your account. 

  Thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled medical garden Life Alert necklace called and spoke to somebody two weeks ago they said it would be taken care of today I find out they charged my credit card fraudulently $359.40 I called in again got the runaround they refused to give me my money back and wanted to put me on hold and transfer me to talk to somebody else after it took me 45 minutes on hold just to speak to the first person they refuse to give me my money back arrogant rude scammers trying to get me to stay with the company deceiving and fraudulently charging old people for medical devices so I had no choice but to call my credit card company and cancel the transaction I'm awaiting the refund but I need the refund also initiated by this fraudulent scam company that is bothering old people and even when old people tell them they don't want the service they go right ahead and keep charging it scam fraud scammers all the way talk to a guy on the phone 5 minutes ago ignored everything I said wanted to try to keep me on the phone to speak to sales to keep the service going fraud fraud fraud fraud fraud I want my money back

  Business Response

  Date: 11/24/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  
  
  We have been attempting to reach out to you because we have a specific Cancellation process that you have not gone through. When we last spoke to you, the call hung up before we could transfer you to our Cancellation department. Please call us at ************ and select the option for Cancellation so we can fully go through the Cancellation process, as your service will not be cancelled until we can communicate to you regarding our process.

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 11/27/2023

   assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ****** I'm expecting this response because as a customer I should not be expected nor required to do anything more than simply State I have canceled services and that should be the end of it they refuse to accept that refuse to refund the money and now they want me to call them back again spend more time wasted on the phone while they try to scam me out of more money to stay with the same bad service they provided and they'll offer ridiculous discounts the same lousy service and then time comes to cancel they won't want to cancel that it's a fraud it's a scam nobody should get involved in this company it's a flim-flam operation wanting to try to get you to stay with the company over and over again and even when you specifically call them and say I hereby cancel service they won't accept that they even have the audacity to put it in writing to the better Business bureau that they're not canceling service unless I call into a specific number I've already canceled service I've already stopped payment on the funds change the credit card number so they can't flim flam scam me out of anymore I'm not calling anybody nobody should be required to call more than once and say I am canceling service which I did three times and I hung up on them because each time I told them I was canceling service they refuse to accept it I'm not going to spend an hour and a half on the phone like last time making three calls trying to cancel service all to get sales people on the line try to beg and play to get me to stay with the company nobody should get involved with this company it's a flame flame operation the device doesn't work it hardly ever answers if you drop it it doesn't go off it's a flim-flam operation there's many other companies out there will provide better service and when it's time to cancel you just tell them I wish to cancel service and ****** instantaneously it is canceled without the phlegm of this particular company they don't even have the decency to call me on the phone even though they have my number
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dad had an account with this company and he died. I notified them in writing and they confirmed they got my letter. I also called them to advise them he is no longer alive and doesn't need their services. They continue to send past due bills for services he is not getting. He was paid up at the time of his death — the bill is for a future subscription he never used. They will not take no for an answer until he signs their document. They do not have appropriate paperwork for a loved one, and I will not sign his name.

  Business Response

  Date: 11/17/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have refunded your account in the amount of $667.57 back to your card ending in 6486. 

  Thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While the service was very helpful when we needed it, discontinuing our service has revealed unethical practices of this company. First, even though we purchased this device (and my plan had been to use it again when my mom needed it), they sent a paid return envelope to my mom and she sent it back, not remembering that wed purchased it. Second, the process of canceling the monthly charge was very difficult. I dont believe my parents could have completed that task on their own and thats what deeply troubles me about this company. The process required me calling to cancel, then waiting 48 hours for an email to arrive to my spam email that needed to be printed, signed and sent back. After each call I waited The 48 hours and never received the document. I had To call THREE TIMES, each time waiting the prescribed 48 hours for the form to terminate service. I believe This is a predatory practice targeting vulnerable senior citizens and am filing a a complaint. To see a company that is set up to HELP senior citizens actually design their cancellation practice to continue charging them unnecessarily is infuriating. This unethical practice needs to stop immediately.

  Business Response

  Date: 11/02/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have refunded your account backdated to the date you called to cancel the service with us. The two refunds you received or will receive should be $13.32 and $9.99. You should see that refunds reflected on your original payment method. Please allow time for processing. 

  
  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Although I appreciate the confirmation of cancellation and the refund amounts, I also Asked that you return the device my mother purchased but you sent a pre-paid envelope for her to return. She did not remember she had purchased this device. 
  I also am requesting that you change your cancellation policy so that it can be effective immediately upon receipt of phone call by customers. Requesting senior citizens to wait days for an email that must be printed and scanned back to you is not feasible and unreasonable for many needing your services. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 12/18/2023

  "We deeply apologize for any inconvenience you may have faced with our cancellation process. We understand your concerns to be that you wanted the device that was sent in to us by mistake back and for our cancellation policy to change to allow cancellation the moment you call in to cancel.
  
  Unfortunately, neither of these are possible. To explain further, the package we sent to the subscriber (*******************) was only intended to help facilitate voluntary recycling. As a result, this device will not be able to be returned to you. We understand this device was returned by mistake, but we do not have any way to correct this on our side and so we apologize for the inconvenience you have felt regarding this. 
  
  For the cancellation of service, this must be done through written signature, so a verbal cancellation is not possible. However, based on yours and other customers' feedback, we have made changes to our cancellation policy to allow for easier cancellation when cancellation does come up in the future. We understand that this change comes too late for you to utilize and we do apologize for this.

  Customer Answer

  Date: 12/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  While I skeptically accept your explanation that the voluntary, postage paid return envelope is sent to help people recycle their devices, even when those devices were fully purchased, I am still concerned that your cancellation policy constitutes elder abuse due to the very difficult and delayed manner in which you require a signature from customers. I  see from the many complaints filed on the BBB website, that many others have had similar difficulties to ours. To repeat my concern, when we called to cancel service, we were informed we would get an email. When it did not arrive the same day I  called back and was then informed it can take UP TO THREE DAYS FOR THE CANCELLATION EMAIL TO ARRIVE. Because your company consistently (as evidenced by the number of similar complaints listed on BBB) delays or "FORGETS" TO SEND THE CANCELLATION EMAIL, people are continuing to be charged for services they are not receiving, often for months. We had to call three times, each time waiting the required three business days, before we received the cancellation email. 

  I  believe this is a deliberate practice by Medical Guardian to defraud senior citizens and their families who are in the midst of dealing with urgent medical issues, often involving dementia, or dealing with the loss of a loved one. Again, I  would like to see in writing how your cancellation policy has changed so that immediately or at least within the same day of calling to cancel service, the cancellation email is sent THE FIRST TIME IT IS REQUESTED. Better yet, if you would offer an electronic signature option so that senior citizens do not need to print and scan- something my own parents struggled to do due to technological difficulties- I  would close out my complaint. 

  As it currently stands, and depending on your response to this complaint, I will be filing elder abuse charges in the two states my parents resided while receiving your services. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE PURECHASED THIS PRODUCT FOR MY MOTHER IN LAW WHO IS 95.0 THIS COMPANY IS A BUNCH OF THEIVES THEY PREY ON SENIORS AND I WILLNOT TAKE IT ANY LONGER. THEY CHARGED US FOR APRODUCT THAT WAS INCOMPLETE, THEY LEFT OUT A LOCK BOX SO WE COULD NOT USE IT, SO WE CALLED AND THEY ISSUED A RETURN LABEL WHICH WE DID SEND BACK AND HAVE CONFIRMANTIOMN OF THE RETUN, WE STILL DO NOT HAVE OURT MONEY THIS IS GOING ON SUINCE 9/13 23 THEY ARE JUST A BUNCH OF MONEY HUNGRY THIEVES THAT P[REY ON ELDERLY. THEN THEY HAD THE BALLS TO CHARGE A 25.00 OVERNIGHT FEE. ANY BANK HAS BEEN NOTIFIED AND IS DISPUTING THE CHARGE. TELL YOUR PEOPLE TO STAY AWAY FROM THIS COMAPNY. SEE ALL THE REVIEWS ON LINE, THEY ARE ALL THIEVES. I HAVE SENT ALL MY PAPERWORK TO AN ATTORNEY, I WILL BURY THEM

  Business Response

  Date: 10/26/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We have refunded your account for the entire purchase not including the originally charged shipping. The total was for $134.07 and was sent via check. We do understand this is not what was requested, however, this device was successfully shipped out. That is why the shipping fee was not refunded. We do deeply apologize for any misunderstandings that *** have occurred.

  Thank you for bringing this matter to our attention.